Business Support Officer
Job description
Original text imported from Reed
"You should have experience in a customer focused role and be able to use various software packages to raise repairs orders for our housing stock, book appointments and process invoices.
You should be confident working with minimal direction, balancing competing priorities and responding to situations quickly and be able to communicate comfortably with customers, colleagues and contractors by phone and email.
You should be experienced in inputting data accurately and efficiently.
Charnwood Borough Council operates an agile working policy with a mixture of home and office-based working."
As part of the role you will be expected Administer and progress damp, mould, and disrepair cases at Council owned accommodation to improve property conditions for tenants and defend disrepair claims successfully.
Delivery of an effective and appropriate service to all service users, fairly and without discrimination.
Main Accountabilities
1. Administer systems and processes to record, track, action, and resolve damp, mould, and disrepair cases.
2. Work alongside colleagues and on-site technical officers and contractors undertaking surveys and delivering works, and the Council’s legal services section, to actively progress and resolve damp, mould, and disrepair issues.
3. Support the delivery of initiatives to prevent damp, mould, and disrepair occurring at the Council’s housing stock.
4. Support the effective management of contracts.
5. Assemble and analyse data and produce management and performance information.
6. Engage with customers, respond to queries and concerns, and support the management of complaints.
7. The postholder will be required to undertake such other duties commensurate with the grade, and / or hours of work, as may be reasonably be required.
8. Responsible for protecting and managing information securely, and reporting breaches or suspected information security breaches, in line with Council policies.
Special Factors
This job description sets out the duties and responsibilities of the job at the time when it was drawn up. Such duties and responsibilities may vary from time to time without changing the general character of the duties or the level of responsibility entailed. Such variations are a common occurrence and cannot in themselves justify a reconsideration of the grading of the job.
Charnwood Borough Council is seeking to promote the employment of disabled people and will make any adjustments considered reasonable to the above duties under the terms of the Equality Act 2010 to accommodate a suitable disabled candidate.
Key skills
AI-extracted from the job advert
Application advice
5 AI-generated recommendations to maximise your chances.
⭐ Highlight your experience in a customer-facing administrative role at the top of your CV, as the advert opens with this as the primary requirement.
📊 Quantify your data-entry and case management experience: e.g. 'Processed 150+ repair orders per month with 99% accuracy across a housing portfolio of 2,000 properties'.
🏠 Specifically mention any housing, local government, or repairs/maintenance administration experience, as the role centres on council housing damp, mould, and disrepair cases.
🎯 Demonstrate your ability to work with minimal supervision by citing a specific example of balancing competing priorities independently, such as managing a high-volume inbox while progressing live cases.
🔒 Reference your understanding of information security and data handling policies (e.g. GDPR compliance), as the advert explicitly lists secure information management as a responsibility.
Suggested CV bullets
3 bullets our AI drafted for this specific advert, mirroring its ATS keywords.
Add these 3 bullets under your most recent experience:
- •Administered a caseload of 120+ active housing repair orders per month, tracking progress from initial report through contractor completion using a council case management system with 98% on-time closure rate.
- •Processed and reconciled 200+ contractor invoices per quarter, cross-referencing works orders and completion records to eliminate billing discrepancies and support contract compliance.
- •Produced weekly performance dashboards for a 5-person housing team, consolidating data from 3 systems to report on damp and disrepair resolution times, enabling management to identify a 15% backlog reduction opportunity.
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Dear Hiring Manager,
Charnwood Borough Council's Business Support Officer role stands out to me because of its focus on damp, mould, and disrepair case administration — an area where accurate data management and clear communication with contractors and tenants directly improve people's living conditions. I am confident in raising repairs orders, processing invoices, and maintaining case tracking systems to the standard this role demands.
My background in customer-focused administrative roles has equipped me with the ability to manage competing priorities independently, input data with a high degree of accuracy, and produce clear management information for senior colleagues. I have experience liaising with contractors and technical officers by phone and email, progressing cases through to resolution while keeping service users informed at every stage.
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Interview questions
10 questions generated from this advert.
Technical
- ›Which housing or case management software systems have you used to log and track repair orders, and how did you ensure data accuracy?
- ›How have you produced management information or performance reports from raw data, and what tools did you use?
- ›Describe your experience processing invoices — what checks did you apply to ensure accuracy before authorisation?
- ›How have you used scheduling or appointment-booking systems to coordinate contractors and tenants simultaneously?
- ›What steps do you take to ensure information is handled securely and in line with data protection policies?
Behavioural
- ›Tell me about a time you managed a high volume of competing priorities with minimal supervision — how did you decide what to tackle first?
- ›Describe a situation where you had to communicate difficult news to a customer or tenant. How did you handle it?
- ›Give an example of when you identified an error in data or a process and took steps to correct it before it caused a problem.
- ›Tell me about a time you worked alongside contractors or technical colleagues to resolve a complex issue. What was your role?
- ›Describe a situation where you had to handle a formal complaint. What approach did you take and what was the outcome?
STAR answer examples
Model answers using the Situation-Task-Action-Result framework. Adapt to your own experience.
Tell me about a time you managed a high volume of competing priorities with minimal supervision — how did you decide what to tackle first?
Describe a situation where you had to handle a formal complaint. What approach did you take and what was the outcome?